Lead Service Designer

SLC have a fantastic opportunity for a Lead Service Designer to join the Customer Experience team within the wider Product, Customer and External Relations directorate. In this role you will play a pivotal role in shaping the strategic direction of customer experience, ensuring that products, tools, and services align with customer needs and business objectives. You will lead a team to establish cohesive design standards and deliver seamless, cost-effective solutions across projects and platforms. By integrating customer insights with policy intent, you will drive the evolution of end-to-end experiences, empowering UK citizens and adapting to future challenges. As domain experts, Lead Service Designers uphold best practices and guide SLC toward achieving improved outcomes and strategic goals.

SLC offer a blended working model which will typically be 2 days in the office and 3 days from home.

What you bring:

• Extensive experience in service design and customer experience, with a proven track record of designing and delivering effective service propositions that address user needs
• Good leadership capabilities in managing multi-disciplinary teams, creating supportive environments that motivate team members and foster innovation
• Demonstrated expertise in developing and implementing service strategies, ensuring rigorous evaluation and alignment with business objectives
• Strong experience in planning research, designing effective research activities, and synthesising insights systematically and meaningfully to create value.
• Ability to communicate complex technical information to non-technical audiences
• Advanced stakeholder management skills, including the ability to influence at all levels and maintain effective relationships with both internal and external stakeholders
• Deep understanding of agile methodologies and design principles, combined with strong conceptual thinking and attention to detail in designing user-friendly solutions
• Proven ability to navigate complex challenges, incorporating digital trends and emerging technologies while managing risks and generating innovative solutions

You can expect more from a career with SLC. We support colleagues to unlock their potential through our Career Pathways development programme and offer an excellent benefit and rewards package that includes:

• 28 days annual leave plus 7 public holidays
• Option to buy/sell annual leave
• Flexi-time and flexible working options available
• Option to join the Civil Service pension scheme
• Life insurance cover for 4 x annual salary
• Enhanced company sick pay and family leave including maternity, paternity and adoption
• Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, access to the Civil Service Sports and Leisure Club for discounted gym memberships, and an optional dental insurance scheme